Response Plumber - Plumbing, Heating & Renovation

IMPORTANT TO READ. I would never recommend doing business with Response Plumbers, the experience was terrible, primarily dealing with Matt, their Office Manager. His communication skills border on zero. Response Plumbers botched a simply job for a leaking line. Their staff left my home in a mess, smashed a hole in a bathroom (for no good reason), did not offer to repair it at all, and removed without consent a serviceable isolation value from the line being repaired. They stated the isolation value was not required by code, so no need to have it there. That logic was so terrible, cringe. It served a purpose and was better than code, but to Response, they removed it without permission or informing myself what was done. They also smashed a hole in my bathroom wall which had a Venetian plaster finish. There was another option, a mudroom closet wall which would have been more discrete and easily repaired. The judgement exercised was awful. Don't ever bother calling the Office Manager Matt either. After the botched job I called him three times, leaving messages to discuss what had taken place. He never returned one call. Only after texting, did he get around to a response. Rather than working together, he provided lame excuses and demanded payment. He then stopped communicating with me, only to then start harassing my wife for payment. That type of strategy is deplorable. He proceeded with threats of going to collection, rather than work together as I was trying to do. Bottom line, AVOID this business at all costs. It seems their more recent Google reviews highlight a similar downward trend in service, which is 100% reinforced by my experience.

I had two plumbing problems within a week. I was satisfied with first job, replacing my hot water tank. However, I received no response to the letter below, outlining the poor service I received To whom it may concern: When my macerating toilet pump recently began failing, I reached out to Response Plumbing for help. Your google listing indicates 24 hour service, and my bathroom is used by clients who visit my home office. When your team arrived two days later, you diagnosed the pump saying it was working only periodically. I was told a new pump would be over $1300, and would take a week to order from their supplier, because the only available versions of the pump, don't have the same vent and pipe placement that are needed to fit my bathroom setup. Your team suggested we could order the pump, and install when it arrived, or you could take the unit apart, clean it and see if it would work. Hoping for the quickest solution, I opted to see if cleaning it would solve the problem. After cleaning and reinstallation, it working but a leak had appeared near the electrical cord. They siliconed it and suggested I wait 24 hours before using it. When I went to use it 36 hours later, two new leaks appeared as fittings had not been installed correctly. By this time it was Friday evening, and despite the website indicating 24 hour service, I again received no response until a text late Sunday evening saying your team would be over by Monday. When they arrived Monday they fixed the leaks but had bad news, the pump was no longer working at all. I was told I'd need to get a new pump. In the meantime, I had received a bill for $746 for the first day - which I paid. The bill did not break down the hourly rate. When I asked for an updated bill with breakdown of billable hours, It appeared I was overbilled by an hour. When I questioned the bill, they said they also bill for travel time - which was not indicated on either version of the bill. Your website indicates your office is located 10 minutes from my home. After waiting another 24 hours, still without a working toilet, I had to call 3 days later to see if you had yet got a quote on a new unit. Eventually your team quoted me $1361.25 from your supplier for a new pump. Aware the total cost would now be close to $2500, after installation, I did a quick search and was surprised to find three local stores within 10 minutes of my home that had the exact same pump (in store) as the one I needed replaced. I picked one up that day on my lunch hour for $998.00 from the Kent store less than 1km from my home. That evening, with the help of a YouTube video and the installation manual, I installed it myself, in just over an hour. It is now running smoothly and leak free. “ To summarize, Had I known a new Unit was available within 5 minutes of my home, for $998.00, that and could have been easily the time and money spent cleaning the unit, I would have just bought a new one. But given the info your team provided, and the prospect of waiting a week for the unit to be ordered, I asked them to try cleaning it. In the end I was billed $746.00 and had little to show for it. I’m left wondering whether the additional hour charged, or the overpriced quote and estimation of the time to find a new unit were intentional, or simply carelessness. After 10 days, I’ve still not received a response to the above email I addressed to management.

Barry was super quick to respond to an overflowing hot water heater. He did a great job with install at a reasonable price, and carefully explained what he was doing along the way. To top it all off, a super nice person. Highly recommended!